Training Support Lead in Yeovil

Reporting into the Customer Training Operations (UK) department, the purpose of the In-Service Support Lead role is to provide leadership and direction to the synthetic training equipment maintenance team to ensure outstanding customer service whilst achieving contractual requirements and device availability KPIs.

• Primary contact for Customers for support of training equipment
• Collaboration with customers, training centre managers and other key stakeholders to resolve issues relating to the required service
• Identifying and delivering support solutions for both the business and customer requirements
• Leadership of synthetic equipment maintenance team (external service sub-contract)
• Management of supplier contracts in place to support the synthetic training equipment

Main Activities and Tasks

• Act as the focal point of contact within Customer Training for the support of training equipment at allocated training centres/bases
• Lead and support the dedicated maintenance team (sub-contract) to ensure delivery of contract requirements
• Manage and resolve capacity and capability issues to facilitate successful completion of workload
• Build and maintain relationships between Customers, Suppliers, Programme IPTs and other business functional areas
• Excellent communication, regular reviews, performance feedback, and the setting of appropriate work objectives and targets

Business Support

• Support to overall Training UK Business Control Management including:
• Budgets and planning
• Business reporting
• Adherence to business processes, department procedures and Health and Safety regulations
• Knowledge input to new bids and proposals
• Support to Quality Audits

Company Internal Services and Support

• Management and provisions of support services for delivered training equipment, IT infrastructure and operation software including:
• Customer point of contact providing first line support
• Manage and deploy support engineers as necessary to conduct corrective and preventative maintenance on a delivered system, ensuring adequate cover to support
• Manage and deploy training equipment manufacture support contracts, as necessary to conduct corrective and preventative maintenance on a delivered system
• Ensure availability of the suite of training equipment, at the correct configuration in accordance with the daily training schedules
• Manage equipment risk register and proactively implement solutions to provide mitigation
• Produce periodic Support Service Summaries in the form of written reports and customer presentations, including supporting customer requested meetings
• Coordinate software upgrades across all stakeholders, communicating effectively with the end customer and providing feedback to the software engineering teams
• Provide support to the customer both verbally and with the use of an online Defect Recording and Corrective Action System (DRACAS)
• Intervene and provide suitable solutions in the event of device or product unserviceability
• Manage spare parts, tools, consumables and test equipment, including obsolescence monitoring and maintaining a dynamic recommended spares list
• Maintain the 5-year technology upgrade plan for the equipment, directing the future investment and the long-term strategy for equipment availability
• Provide specialised and professional advice and suggestions to support business effectiveness and decision making

Health, Safety and Environment (HSE)

• You will be responsible for taking reasonable care of your own health and safety and that of others who may be affected by your acts or omissions at work and to co-operate with managers, supervisors and others to enable the company to meet its statutory obligations for health, safety and environment
• Specific responsibilities for Managers and Supervisors are detailed within HSP1010 – Management Responsibilities
• Specific responsibilities for Employees are detailed within HSP 1015 – Workers Responsibilities

Knowledge, Skills and Experience

• Educated to HND level or equivalent in an Engineering discipline, or have demonstrated equivalent competency obtained through experience within Aerospace Engineering, Simulation, computer science or other comparable industry
• High PC literacy, with an excellent understanding of all Microsoft Office applications, including Microsoft Project
• Ability to communicate excellently at management level – both written and verbally
• Excellent interpersonal and problem-solving skills
• Collaborate effectively with all stakeholders to achieve positive outcomes, across the company and pan geography
• Strategic thinker with the ability to inspire innovation across the organisation
• Self-motivated and able to work under own initiative, with minimal supervision
• Capability to manage complex problems to satisfactory outcomes
• Able to demonstrate resilience under pressure being able to adapt and offer flexibility to support key deadlines
• Ability to influence and negotiate with others using facts and data to support
• An understanding of cross-functional/commercial processes and your impact on the wider business